Troubleshoot common setup problems

Start with the configuration closest to the symptom. Verify the workspace, save state and provider status before changing several settings at once.

Navigation pathRelevant feature → configuration → controlled test

PrerequisitesThe affected agent, campaign or call identifier.

Usage steps

Call Me disabled: check the missing-number message, Telephony sync and the agent number assignment.
Voice unavailable: confirm the selected integration contains that voice, or choose an available voice and save the agent.
Agent gives an unsupported answer: check the attached knowledge, prompt scope and any Instant Answer that matches the question.
Tool does not run: confirm it is attached, configured and described in the prompt. Check the integration and endpoint response using controlled inputs.
Campaign does not call: check recipients, status, start time, expiry, business hours, holidays, number setup, capacity and credits.
Result seems wrong: confirm the date range and filters, then inspect the underlying transcript, recording and analysis configuration.

Troubleshoot common setup problems — Figure 47. The agent header exposes sync state and number warnings that help narrow down setup problems.

Expected result. You have narrowed the problem to a specific configuration or record.

Practical notes and troubleshooting. For support, collect the workspace, agent or call ID, time, expected behaviour, observed behaviour and a reproducible example. Keep credentials out of the report.

Connect services to the workspaceIntegrations supplies the provider connections used by agents and workflows. Connections can be inherited from the organisation or added for the workspace.Add a number and receive inbound callsA phone number defines where inbound calls go and whether the number can be used for outbound caller identity. It must be associated with the correct trunk and agent.Test with a browser callWeb Call lets you speak to an agent from your browser. Use it to hear the opening message, test responses and check the behaviour of configured tools.